Technical Solutions Consultant

Job description

Technical Solutions Consultant

  

Job Description:

   

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

** For this position we're able to consider candidates with either US citizenship or an existing Green Card at this time.  T his position is based in Alpharetta, GA and remote work is not an option.  This position is not budgeted for relocation assistance at this time.

Job Description

Accelerating Customer Success

·  The customer is at the center of everything we do.  From Warranty to Datacenter Care, we support our customers 24/7/365 and help them accelerate their business.  Our award-winning Customer Solution Centers support 18 languages in more than 100 countries, ensuring our customers always have the support they need.  Our focus on the customer, coupled with our drive for the highest quality and constant innovation, create a center where we can build Customers for Life.
·  Customers come to us first, we are the entry point to the Global Support Delivery experience.
·  Customers stay with us because we build trusted partnerships.  Our employees know our products, but more importantly, they know our customers’ environments. 
·  And, customers grow with us! We are here to help them through every stage of the new style of business, powered by IT.
·  Our goal is to provide a Superior Customer Experience that is unmatched in the industry, giving our Customers the winning edge to accelerate their success.

Responsibilities: 

·  Manage incoming customer interactions and requests that flow through the Advanced Solution Center (ASC)  
·  Identify scope of incoming customer issues by product impacted, severity of impact, contract level, and entitled service level agreement  
·  Partner closely with Technical Engineers to ensure incoming calls and e-cases are routed to the right resource at the right time  
·  Monitor for workload changes, working directly with ASC Management  
·  Resolve incoming internal or external businesses and end user's problems via telephone and e-support  
·  Articulate both in writing and verbally case summary, plan of action, and resolution and add to Knowledge Management System (KMS)  
·  Engage team members for support as required to ensure internal or external business and end user Service License Agreement (SLA) demands are met  
·  Begin to partner with and assist the Sales Pursuit team in identifying new business opportunities 

Education and Experience Required: 

·  High School: completion of post- primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, \'A\' levels (U.K), Baccalaureate (France), etc.).
·  0-1 year experience in relevant technologies and customer environments.
·  Relevant industry qualification where applicable.

Knowledge and Skills:  

·  Excellent verbal and written communication skills in language to be supported.
·  Experience in troubleshooting in a technical environment.
·  Excellent analytical and problem solving skills.
·  Software and hardware knowledge of computing, storage and peripheral devices.
·  Advanced proficiency with case management databases and tools, specifically Salesforce
·  Superior customer service skills.
·  Phone and remote support experience. E-support experience.
·  Must be self driven and highly organized.  Multi-tasking is critical as this position will be the SME with Escalations Lead responsibilities and involved in many projects outside of the day-to-day function.
·  11AM-8PM shift time Sunday - Thursday.

Job:
Services

Job Level:
Entry

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.